Not appear the changed signature

Question

My boss changed the signature, but when she try to sign, the previous signature appears instead of the updated one. She has tried clearing the cache and logging out, but the new signature still doesn't apply. How can I fix this?

Vinicius.Rodrigues · Accepted Answer

When I click on the signature field, I don't see the 'change' and 'clear' dropdowns like the screen you showed. And only one signature is registered in her profile.

Hi @Okjung Gong !
If you can, try to send a new envelope to her using the exact combination (Name + Email). You can double-check her registered e-mail in her created signature to perform this text.

If still doesn’t work, I suggest she can two (or more) accounts created under the same e-mail address. If this is the scenario, only Customer Support can check and close those extra accounts.

Vinicius.Rodrigues · Answer

Hi @Okjung Gong!Basing in your words, I think the main reason of this is the combination Name+Email. Let me explain better:When you create/adopt a signature in the DocuSign platform, it’s important to pay attention to the combination Name+Email you used. In short, DocuSign allows a user to have more than one account for the exact same e-mail address, and also, for each account, you can have more than one different combination Name+Email. In other words, supposing that you created a signature with the name “Vinicius ABC DSU”, but you received an envelope to sign with the name “Vinicius DSU”, DocuSign could ask you (recipient) to apply a new signature for this new combination (Name+Email). Let me show you a simple example:So, supposing you’re sending an envelope to me, depending on the combination (Name+Email) you send, I can have three different types of signatures.To “solve” it, you can use eSignature Contacts, so you and your colleaguescan share the same contact (with the same combination). Check this article for more information: Manage ContactsThe other possibility is to guide your boss to click in her signature and click on Change. She’ll be able to change the signature style.

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